So, I am aware that the helpdesk module on the KBOX appliance run on a SQL schedule, of 3 minutes, which is not changeable. Is threre anything in the works to have these time frames editable?

Currently we use Spiceworks, which is a free ticketing system that updates itself (and our end users) instantly, of any change to their ticket, and we are notified of any change or reply the user may have submitted. Spiceworks also possesses the ability to CC our users, either through the Spiceworks portal, or through our mail system (Exchange 2010); KBOX does not.

I have put in a ticket to KACE themselves and the CC's being dropped is something they are admittedly lacking in their product. If our end users wish to CC their superiors prior to sending in an IT request, they should have the ability to do so; With the KBOX, this isn't true. Considering this is an appliance in which we have purchased, as opposed to the free alternative of Spiceworks, should I not have the ability to do it?

Until Dell/KACE can create a user ticketing system like that of their free counterpart, I don't think we'll be using this module.

Does anyone have any information that may be useful in my case, or are there any rumored updates that may satisfy what the KBOX is otherwise lacking??

Please let me know,
Dylan

IT Helpdesk Administrator
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I agree that the KBox's implementation of the service desk is weak in some areas compared to Spiceworks. There are some powerful features in the Kbox that make up for it in some ways, but the useability of the KBox is rather cumbersome.

I'm surprised that it hasn't become easier to use since Dell KACE uses it themselves, although their own service desk isn't even on the latest version...
Answered 12/06/2011 by: zookdj
Second Degree Blue Belt

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The rules that run on ticket save send emails immediately, at least in my experience, so that hasn't been an issue for us.

I'm not sure what you mean by "the ability to CC our users". Can you clarify what your looking for? You can have a cc_list on each ticket that allows you to specify additional addressed to be included on emails sent from the service desk, so I'm not certain what your need is, beyond that.
Answered 12/07/2011 by: steelc
Senior Yellow Belt

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